InDesign 18 et InDesign 19 : Adobe me demande de payer deux mensualités

[Smelly33057374m4o0]

Bonjour,

J'ai souscrit un abonnement à InDesign en début d'année, la version 18. Depuis que j'ai fait la mise à jour récemment vers InDesign 19 Adobe me demande de régler deux fois 23.99 euros par mois. Que puis-je faire ? Je n'arrive pas à contacter Adobe. Hier j'ai bien été débité de 23.99 euros, depuis ce matin j'ai le message "Nous avons rencontré un problème avec vos détails de paiement. Veuillez les mettre à jour" et "

Vous devez résoudre un problème avec vos détails de paiement avant d’apporter des modifications à votre formule. Si vous ne prenez aucune mesure, votre formule sera automatiquement annulée."

Merci beaucoup

[kglad]

contact adobe support so they can fix the error.  there are 2 ways to contact adobe; chat and twitter (now x):

chat:
use a browser that allows popups and cookies
and click here, https://helpx.adobe.com/contact.html?rghtup=autoOpen
in the chat field (lower right), type AGENT
be patient, it can take quite a while to reach a human.

twitter/x:
tweet @AdobeCare

p.s. if you're contacted by anyone (via email or private message), it's much more likely to be a scammer than an adobe representative.

[Smelly33057374m4o0]

Thank you, I just sent a message to Adobe on X.

[kglad]

you're welcome. update this if you have time.

[Smelly33057374m4o0]

So I just had an exchange on X.

"You will not be required to pay again. Your bank or PayPal needs to settle the already-taken payment for the services to be active again. Please contact them for the settlement of the charges. Thanks, ^NT"

"We will only bill you in November 2023 if the payment for October is settled. Please wait for 24-48 business hours for the payment to be settled."

For me it is not very clear.

[kglad]

do you pay by credit card or by paypal?

[Smelly33057374m4o0]

By PayPal

[kglad]

paypal needs to do something to complete the october payment.  ie, you need to contact paypal and find out what is going on with that payment.

[Smelly33057374m4o0]

But PayPal already charged me for October. See my "capture d'écran 164".

[Smelly33057374m4o0]

Mail reçu ce matin me disant que mon compte présente un problème de facturation.... Ça devient franchement pénible.

[kglad]

paypal needs to pay adobe.  again, contact paypal so they can complete the payment to adobe.

[Smelly33057374m4o0]

That's what Adobe told me earlier, I will contact PayPal tomorrow. Thank you.

[kglad]

you're welcome.  keep us updated.

[Smelly33057374m4o0]

J'ai contacté PayPal tout à l'heure, qui me dit que la transaction s'est passée sans souci, et des informations relatives à cette transaction m'ont été envoyées. Je contacte Adobe sur X.

[kglad]

i feel for you.  you're stuck between paypal and adobe.  (if you have the option to pay adobe directly, that would be less troublesome.)

let me know what adobe says about the paypal confirmation.  oh, you might check your account to see if anything's changed and adobe now sees your payment, https://account.adobe.com

[Smelly33057374m4o0]

Yesterday Adobe has deferred the payment to October 27.  A "new" payment is scheduled that day. My account has been credited with 7 days of free membership. But I have been charged of 23.99 euros on October 20.
I contacted Adobe earlier and shared screeshots of PayPal (details related to transaction), they will do research.

[kglad]

well, that's progress.  hopefully, this is going to be fixed soon.  (actually, things sound a lot better now.)

[Smelly33057374m4o0]

Bonne nouvelle : remboursement d'Adobe du prévèlement de 23.99 euros, et prélèvement d'octobre-novembre demain (j'espère qu'il n'y aura pas de problème).  Le service sur X d'Adobe est très efficace.

[kglad]

thanks for the follow-up.  hopefully, all's well now.